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  • Job reference: RMS0163835

Resident Liaison Officer

  • Sector: Commercial
  • Location: Southampton
  • Job type: Contract
  • Date posted: 06/01/2016
  • Time left:
    d h m s
This vacancy has now expired.
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The Company:
My client supplies gas and electricity to UK residential and business customers, provides central heating and gas appliance installation and maintenance and low-carbon and energy efficient products and services.

The Role:
•You will be responsible for the complete management of implementing all of customer care packages developed specifically for ensuring the residents needs are catered for including new initiatives.

• Daily telephone calls and visits to residents

• Maintaining Key Performance Indicators and reporting of data relative to RLO activities

• Producing resident information packs and literature for use by the Resident Liaison Officer

• Ensuring residents complete all paperwork and photos are taken where appropriate to ensure damage and potential claims are reduced on the project

• Attending resident and communication events, open days, meetings and conferences

• Supporting the project and the business in community initiatives, events, new business and customer care

• Ensure maintenance of safe environment for tenants

• Attend daily / weekly site team management meetings

• Produce and aid in the production of customer care case studies

Essential Skills / Qualifications:
• You must have experience in managing your own time to achieve high levels of customer care whilst working within a challenging operational delivery team

• It is essential that you have the ability to operate in an ever changing environment and has the competence to formulate and deliver plans in an ambiguous environment

• You must have experience of customer care within the construction industry and in particular social housing and be able to identify the needs of the residents

• NVQ Level 3 in Customer Care
• CSCS Card Asbestos awareness
• Microsoft packages in particular Word, Excel and PowerPoint • Knowledge & understanding of TPAS, Tenant Participation Advisory Service
• Proven experience of working as a RLO for a main contractor in the construction/refurbishment sector.

Desirable Skills / Qualifications:
We are looking for a responsible and experienced people capable of making decisions and also reporting back situations to ensure projects maintain high customer care objectives. You will also have the ability to multi task, establish relationships and implement measures to keep service standards high Lead by example and influence others to perform to the same high standards.
You must also be a good communicator able to deal with a range of people, tasks and obligations. You must be well organised and self-starter able to implement newly approved procedures and effectively manage all aspects of the customer care process.
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